Helpdesk Agent (Japanese Speaker)

IBM; Selangor; On-site; MYR 60,000 - 100,000; Full time

Job summary

IBM Malaysia is seeking a proactive procurement and AP support specialist to serve as the primary contact for inquiries across email, tickets, chat, and phone. You will manage and resolve service requests, guide stakeholders on procurement processes, and coordinate with multiple teams to ensure timely issue resolution.

The role emphasizes maintaining SLAs, documenting resolutions, and identifying process improvements to reduce ticket volumes while supporting global stakeholders across regions

Qualifications

• Experience handling procurement and AP inquiries across multiple channels.
• Strong customer service mindset with ability to resolve issues efficiently.
• Familiarity with procurement processes, policies, and workflows.

Responsibilities

• Serve as the first point of contact for procurement and accounts payable inquiries via email, tickets, chat, or phone.
• Manage and resolve user requests and service tickets related to procurement operations, purchase requisitions, POs, supplier onboarding, and invoice processing.
• Log, track, prioritize, and monitor incidents and service requests through ServiceNow or other ticket systems until resolution.
• Provide guidance to internal stakeholders and suppliers on procurement processes, policies, systems, and workflow requirements.
• Investigate and resolve procurement and P2P exceptions including PR-to-PO issues, supplier registration queries, and approval delays.
• Coordinate with Procurement Operations, Accounts Payable, Vendor Management, and technical support to ensure timely resolution and escalation management.
• Monitor ticket queues and SLAs to ensure customer satisfaction targets are met.
• Maintain documentation of issues, resolutions, and knowledge base updates for continuous improvement.
• Identify recurring issues and opportunities to optimize processes and reduce ticket volumes.
• Support global stakeholders across multiple regions and languages while maintaining strong business relationships.

Skills

Procurement knowledge

Customer service

ServiceNow experience

Multi-region support

Tools

ServiceNow

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

• Serve as the first point of contact for procurement and accounts payable inquiries received via email, ticketing systems, chat, or phone, ensuring timely and professional customer support
• Manage and resolve user requests, service tickets, and process-related queries related to procurement operations, purchase requisitions, purchase orders, supplier onboarding, and invoice processing.
• Log, track, prioritize, and monitor incidents and service requests through ServiceNow or other ticket management systems until resolution
• Provide guidance to internal stakeholders and suppliers on procurement processes, policies, systems, and workflow requirements
• Investigate and resolve procurement and P2P exceptions, including PR-to-PO issues, supplier registration queries, approval workflow delays, and system-related concerns.
• Coordinate with Procurement Operations, Accounts Payable, Vendor Management, and technical support teams to ensure timely issue resolution and escalation management.
• Monitor ticket queues and service levels to ensure compliance with established SLAs and customer satisfaction targets.
• Maintain accurate documentation of issues, resolutions, process updates, and knowledge base articles to support continuous improvement and knowledge management initiatives.
• Identify recurring issues, root causes, and process gaps, and recommend improvement opportunities to enhance service delivery and reduce ticket volumes
• Support global stakeholders across multiple regions and languages while delivering a high-quality customer experience and maintaining strong business relationships.

ABOUT BUSINESS UNIT

The IBM Finance organization is responsible for driving enterprise performance and transformation. We are the financial stewards of IBM, delivering IBM’s financial strategy, developing new business models, and mitigating enterprise risk.Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

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